New multivariate capacity indicators with Six Sigma metrics to assess service qualityPaper aims To compare the relevance of Six Sigma metrics with geometric and multivariate capacity indicators to assess the performance of service quality dimensions.
Originality A novel method based on Six Sigma metrics with geometric and multivariate capacity indicators is proposed to assess the performance of service quality dimensions.
Research method A quantitative evaluative and, on a second level, comparative approach is addressed, for which primary information from 12 periods of a tourism service company was used.
Main findings It is shown that multivariate capacity indicators are more demanding, the geometric capacity indicator being the most demanding with a value of 0.7091, followed by the Mean Capacity Indicator with a result of 0.7094, that is, these are more rigorous than the Six Sigma metrics used worldwide. This allows for a more sensitive assessment of variation and therefore a timely response to it.
Implications for theory and practice A sensitive method is provided that allows assessing the quality of a service and comparing the relevance of Six Sigma metrics with geometric and multivariate capacity indicators. This is done to make agile improvement decisions according to the variation in the performance of the evaluated dimensions of the service.
Keywords:
Service quality; Six Sigma, tourism service; Geometric indicator; Multivariate capacity indicator
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